IPECS Release 5
Feature Description & Operation 5.0
2-30
[PGM] + {FLEX} + ‘576’ + “Group Number” + [SAVE]
To view/control Agent Status
1. Lift the handset or press the [
SPEAKER] button,
2. Press the {
GROUP STATUS} button,
[1] ACD STATUS
[2] ACD DATABASE
[3] ACD DUTY
[#] ACD PRINT
3. Dial ‘3’, Agent Code, the LCD menu will update:
[1] DUTY STATUS
[2] DUTY ON/OFF
[#] DUTY PRINT
To view Agent Status
1. Dial ‘1’, Agent Status Code,
ACD STATUS : XXX
TOTAL CALLS : XXX
2. Press [VOL UP] or [VOL DWN] for:
- Number of ACD calls served
- Number of unanswered ACD Calls
- Average ring time before answer
- Average ACD call service time after answer.
3. . Press the ‘*’ key for a next agent selection,
Or,
To control Agent duty status
1. Dial ‘3’, ACD Agent Duty Code,
2. Dial ‘2’ for Duty ON/OFF,
3. Dial ‘0’ or ‘1’, (‘0’: Off Duty, ‘1’: On Duty).
Conditions
1. The Supervisor must be assigned as a Supervisor for the ACD Group and be logged into the
group to access the Group Status display information.
Programming
NUMBERING PLAN 1. ACD Group Status Code (PGM 107-Btn 7)
S
TATION GROUPS 1. ACD Group (PGM 191)
2. ACD Group Supervisor (PGM 191-Btn 18)
Related Features
Station Groups
Hardware
iPECS Phone
To Next Page
Loading...
